Client Services Manager

Lifest HealthCare (LHC) is a registered NDIS provider, working closely with participants, families, insurance companies and other stakeholders to offer unique, personalised health and support care to people with disabilities. We provide compassionate care delivered with integrity and respect to ensure our participants receive the best possible care and support to improve their quality of life.

Purpose of the role:
The position of Client Service Manager is an integral role, and critical to the overall success and growth of LHC. The primary purpose of the role to oversee and manage the teams responsible for operations, support coordination and quality assurance to ensure services are delivered and documented to a superior standard in line with NDIS requirements and funding while also meeting participant goals. The role will also have oversight of a Talent Acquisition Officer who is responsible for hiring and onboarding support workers and team leaders.

Key duties and responsibilities:

- Service Delivery
- Successfully oversee the quality and outcomes related to support services and QA ensuring standards are achieved and maintained
- Successfully oversee the Operations Manager ensuring that care services are delivered to a high standard in line with industry guidelines and budgets
- Meet and onboard new participants ensuring all service agreements and other relevant documents are fully explained and signed
- Ensure all documentation is maintained per the NDIS Quality and Safety framework including the Code of Practice to ensure audit standards are met
- Ensure excellence in participants service delivery leading the way in Disability support services
- Continually work closely with external stakeholders to ensure participants goals are met through monitoring care plans, service design and quality improvement
- Develop strong relationships with referral agencies, community groups and other key networks to ensure participant needs are met and the LHC brand is promoted for new business development purposes
- Oversight of the staff recruitment function and processes to ensure LHC has the best possible staff on board to support participants
- Planning & reporting
- In collaboration with Management, develop strategies and plans to improve support to participants to ensure continued growth and expansion of LHC Services
- Ensure most appropriate services and support are provided in line with participants needs and budgets
- Provide regular reports to management on participant issues or reportable incidents
- Initiate investigations on all incident reports and reportable incidents for the NDIS Commission
- Oversee Support Coordinator reports from shifts Notes for NDIA review process
- Oversee QA checks and ensure 100% compliance with NDIS practice standards
- Actively participate in process and policy review meetings as necessary
- Take direction from Management on other tasks that require the expertise of the Client Service Manager
- Leadership
- Manage and lead the day-to-day operations of your teams support them to meet their KPI’s
- Facilitate regular meetings each week with your teams to discuss, participant progress/updates, OH&S, ideas sharing and general feedback
- Managing staff performance, grievance and disputes resolution. Prepare half yearly/annual performance review of the team and revaluate processes
- Provide leadership, support and mentoring of the team ensuring high quality service delivery of programs for participants and their families in accordance with contractual and funding requirements.
- Encourage responsibility and accountability among team
- Lead by example at all times
- Communicate regularly and clearly to ensure team members are aware of information that is relevant to their roles to ensure care is delivered consistently and at the highest possible standard.
- Embed NDIS practice with consistent and efficient processes in place for NDIS participants
- Foster a culture of staff wellbeing, learning and development
- Monitor workload of team to ensure participant case load is reasonable to avoid risk of burnout
- Occupational Health & Safety
- Adhere to Lifest HealthCare’s OH &S policies and procedures relevant to work practices
- Carry out all duties with diligence and due care for personal safety and the safety of others.
- Be vigilant in monitoring individual work practices and report any concerns with respect to health and safety immediately Management.

Education & Experience
- At least 3 years work experience in a management role
- Proven people management experience, including mentoring and performance management
- Relevant tertiary qualification or a minimum of a Cert IV in Disability services (including valid First Aid, CPR, NDIS Work Clearance and Yellow/Blue card) held in high regard
- Advanced knowledge of the disability industry, relevant legislation, regulations, standards and industry trends held in high regard

General skills
- Excellent project and time management skil